Creating Change Records

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Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment
27 min read

Note:


SummitAI Service Management Help

Change Management

What are Change Records?

You can create new Change Records (CRs) to add, modify, or remove Configuration Items (CIs) in an infrastructure and items associated within the infrastructure. You need to create CRs to add, modify, or remove policies or procedures or to modify the Knowledge Records (KRs). An Incident, Problem, Event, Service Request (SR) can also trigger a CR.

To create new CRs:

  1. Select Change > User > New Change Record. The NEW CHANGE RECORD page is displayed.

NEW CHANGE RECORD page
Figure: NEW CHANGE RECORD page

2. On the NEW CHANGE RECORD page, select the Tenant and fill in the other required details as described in the following table:  

Field

Description

TenantSelect the Tenant from the list.

Requestor

The user who requested the CR. You can also change the Requester by selecting another user using the Search icon.

Note:

When a CR is created from a Service Request (SR), Requester is the user who logged the SR. All the notifications sent to the CR Requestor are also sent to the SR Requester.

Owner Workgroup

Select a Workgroup from the list to indicate as an Owner Workgroup for this CR.

Note

If you select the Displays only the Owner Workgroups, which the logged-in Analyst is a member of, while raising a New Change Request checkbox in Tenant level only then those workgroups which the logged-in Analyst is a part of will be displayed in the list, while raising a New Change Request. 


Workgroup Owner DetailsDisplays the details of the Workgroup Owner after you select the Workgroup in the Owner Workgroup list.

Log Time

Displays the time and date when the Change Record is created.

Status

Search and select the status from the list. The status indicates the stage at which a Change Record is in its life cycle, for example, Requested, Approved, Testing, Implemented, and so on. For more information about the various CR status values, see Change Record Status.

Category

Search and select the Category from the Category list: Small, Medium, and Large

Change Category

Click the search icon and select the category of the Change Record. The Category pop-up page is displayed.

  • If Enable Change Category Parent Node Selection is selected at Tenant level configuration (Admin > Tenant > Select Module as Change Management > Configure Details) then you can select either parent category or child category as per the requirement. 

     Example

    In the following screenshot, the parent category Software or MS Office is also selectable apart from the child categories Google Workspace and MS Office.

    Figure: Parent Category Selection

  • If Enable Change Category Parent Node Selection is not selected at Tenant level configuration (Admin > Tenant > Select Module as Change Management > Configure Details) then you can select only the child category. If you attempt to select the parent category, the following message is displayed:
    "Cannot select parent node."

     Example

    In the following screenshot, when you attempt to select the parent category Software or MS Office, the system displays the following validation message. 
    "Cannot select parent node."


    Figure: Figure: Parent Category Selection - Software


    Figure: Parent Category Selection - MS Office

Note:

  • The Change Category field is displayed only after the Tenant is selected.
  • The Change Category field is marked as mandatory only when the CR Status is Requested.

Change Type

Search and select the Change Type from the list: Standard, Normal, Emergency, and Expedited

Notes:

If the Authorizer selects Expedited from the Change Type drop-down list:

    • The CAB Approval is skipped, but the Justification field is enabled and becomes mandatory.
    • The Post Implementation Review becomes mandatory.
    • An additional field, Reason for Expedited Change, is displayed.

If Do Not Allow to Update CR Change Type check box is selected on the Tenant page of the Change Management module, Analyst cannot change the Change Type from Standard to other type and vice versa.

Trigger for Change

Type in a brief description about the scope and the reasons that triggered the CR.

Configuration Items

Allows you to select the CIs related to the CR to indicate the CIs that have an impact due to this CR. Click icon to open the SELECT CONFIGURATION ITEM pop-up page, where you can search for the CIs and link them with the CR. If you link Services, on saving the CR, the CIs linked to the Service are also linked to the CI under the RELATIONSHIP tab of the CR. You can delink the CIs if you want.

Note:

You cannot link a CR with a CI with the same or intermediate dates of Planned Start Date and Planned End Date as the already linked CRs. An error message about the conflicting implementation time of the CR is displayed. The CR, which is selected to link with the CI, should not be in Implemented, Cancelled, Closed, or Not Authorized status.

New fields added to the configuration items are Location, Customer, Owner, and Criticality. 

Figure: New fields

The newly added configuration items are listed below.

  • Location – It is a dropdown type of control. The location data populates from the Location Master.

  • Owner – It is a search-supported dropdown type of control. The owner list populates data from the CI Owner List.

  • Criticality – It is a dropdown type of control. The criticality can be defined as high, medium, and low.

  • Customer – It is a dropdown type of control. The customer data is populated based on the domain for which the CR is logged.


Attachment

Click the Upload icon, choose the file you want to attach and click Open.

Note:

The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.

3. Type in the other required fields under the GENERAL, RISK, LOGS, TEST, CHECKLIST, RELATIONSHIP, REQUIREMENTS, RELEASE, IMPLEMENTATION, and ADDITIONAL INFORMATION tabs. For more information about the fields under these tabs on the NEW CHANGE RECORD page, see Field Description. 

4. Click SUBMIT. A new CR is created.

Saving as Draft

You can also save a CR as draft. You need to follow the same steps as creating a CR. However, instead of clicking SUBMIT, you need to click SAVE DRAFT. You can view the draft CRs on the CHANGE RECORD LIST page (Change > View Change Record List). Click the Filter icon on the ACTIONS panel and select Status as Draft on the FILTERS pop-up page. If the CR is in Draft status, you cannot create a new Incident, Problem Record (PR), and a new Work Order and link them with the CR (see: RELATIONSHIP Tab). The CR is Draft status can be modified further before saving and submitting as CR.

Field Description

This section describes the fields on the NEW CHANGE RECORD page.

 GENERAL Tab

You can provide the general information about the CR, such as Risk, Priority, deadline, assigned Workgroups, time lines, and so on under the GENERAL tab.

GENERAL tab
Figure: GENERAL tab

The following table describes the fields under the GENERAL tab:

Field

Description

WORKFLOW

User Selectable Approval

If the Requester is allowed to select the approver on the WORKFLOW page, this field appears to select Approver for the specific approval level.
 
To add user,

  • Click any approval level. select user pop-up appears.
    Figure: User Selectable Approver: Add User
  • Type in user name and select the name from the list. The selected user name appears in the added list.
  • Click the delete icon to remove users from the list.

Notes:

  • If there is a Conditional Workflow and the condition is based on a Custom Attribute while rising the CR, the condition is considered based on Custom Attribute selection. Once the CR is raised and if you change the Custom Attribute, the Workflow is rerouted based on the Custom Attribute selection.
  • If there are multiple conditions available, while updating the CR, the Workflow is evaluated from the beginning of the Workflow and rerouted accordingly.
  • While updating the CR if the workflow is rerouted and few approvals are already done and the same approval exists in the new flow, it retains the previous approval statuses.
  • If in the new Workflow any End User approval is required, it takes the existing Approvers filled by the requester at the time of raising the CR.
  • The reason for workflow changes are reflected on the CHANGE HISTORY page.

DETAILS

IMPACT

Urgency

Search and select the Urgency level from the list to indicate the Urgency level for the CR.

Impact

Search and select the Impact from the list to indicate the Impact of the CR.

Risk

Search and select the Risk from the list to indicate the Risk for the CR. If Business Risk and Operational Risk are configured, the Risk Matrix is configured automatically else user Analyst needs to configure the Risk .

Priority

Search and select the Priority from the list to indicate the Priority for the CR.

Business Risk

  • If Business Risk is configured as mandatory for a Change Type on the  FIELD CONFIGURATION page, Analyst needs to select Risk questions and answers, configured for the selected Change Type.

    Business Risk pop-up page
    Figure: Business Risk pop-up page
  • If Business Risk is not configured as mandatory for a Change Type on the  FIELD CONFIGURATION page, the field is auto-populated based on the answers in the Risk Assessment pop-up page. The Risk value for each question is configured on the RISK QUESTIONS AND ANSWERS page, see Configuring Risk Questions and Answers.

Operational Risk

  • If Operational Risk is configured as mandatory for a Change Type on the  FIELD CONFIGURATION page, Analyst needs to select Risk questions and answers, configured for the selected Change Type.

Operational Risk pop-up page
Figure: Operational Risk pop-up page

  • If Operational Risk is not configured as mandatory for a Change Type on the  FIELD CONFIGURATION page, the field is auto-populated based on the answers in the Risk Assessment pop-up page. The Risk value for each question is configured on the RISK QUESTIONS AND ANSWERS page, see Configuring Risk Questions and Answers.

Tags are the labels that you can create and/or link with the records. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner.

Search and Select the Tag to which you want to associate the Incident. The Tags are displayed under the following categories:

  • Tags created by me
  • Tags created for specific workgroup
  • Tags for Global

Note

  • To perform a search, type in a minimum of two characters.

  • If no Tag is available for your search, you can create a new Tag.

     Add New Tag

    Perform the following steps to create a new Tag:

    1. Type in the key word and click Create Tag is displayed below:

      Figure: Create Tag

      The Tag with default attribute value is created successfully.

    2. Fill in the required details and click SUBMIT.

    3. Click the edit icon beside the Tag name.

      Figure: Edit Tag

      Note

      • You can delete the tag which you created by clicking the X icon beside the Tag name. For more information about the fields, see Field Description.
     Edit Existing Tag

    To edit the existing Tag value from the details page, perform the following steps:

    Prerequisites:

    Make sure that the tag is not linked to any module. If the Tag is linked to any modules, you can only edit the value of Expiry Date attribute.

    1. Search and select the required Tag.
    2. Click the edit icon beside the Tag name.
    3. Fill in the required details and click SUBMIT. If the tag is linked to any module, edit the Expiry Date as shown below:

      Figure: Edit Tag
      For more information about the fields, see Field Description.
     Field Description

    Field

    Description

    Tag Name

    Type in a name for the Tag.

    Color Code

    Select a color from the color box to associate it with the respective Tag. The configure color code Tag is displayed for the Service Requests.

    The default color code of the Tag is  

    Access To

    Click the required radio button to select the viewing level of the Tag.

    The available options are:

    • Myself: This tag will be a private tag accessible only by the tag creator.
    • Specific Workgroups: This tag will be shared across the associated workgroup(s) that the creator selects.
    •  Global: This tag will be shared across all users and workgroups for the selected Tenant in which the CR is created.

    Workgroup

    This mandatory field is displayed only when Specific Workgroups is selected for Access To attribute.

    Search and select the required Workgroups to those you want to give the access. If this Workgroup is selected for the CR then this Tag will be displayed for the respective module.

    Tag Expiry Date

    Select an appropriate expiry date for the Tag. Make sure that the expiry date is greater than or equal to the current date.

    Note

    • The tag will no longer be available for use after its expiry date is elapsed.
    • However, this tag is visible only up to its expiry date in all the existing tickets wherever it is used.


    Active

    Indicates the status of the Tag value.

    • If selected, the Tag value becomes an available option on the other pages of the application.
    • If not selected, the Tag value becomes an inactive value. The inactive Tag values are not displayed in the Tag list on the other pages of the application.
    • If the Tag is inactive, then an administrator should activate the Tag for continue usage against new records.
    • If the tag is already in use and an administrator wants to deactivate the tag, then a pop-up message is displayed that tag will be delinked from the existing records.

ASSIGNMENTS

Assigned Workgroup

Select the Workgroup,you want to assign the CR.

TIMELINES

Deadline

Select the deadline date and time for the CR.

Is Downtime Required?

Select Yes, if Downtime required during the CR implementation or select No.

Planned Start Time

Click the Calendar icon to select the planned start date and time for the CR. Notification e-mails are sent to the CR Requestor, assigned Analysts, and Workgroup Owners on the planned start date.

Planned End Time

Click the Calendar icon to select the planned end date and time for the CR.

Downtime Start

Click the Calendar icon to select the downtime date and time for the CR.

Downtime End

Specify the downtime end date and time for a CR. You can click the Calendar icon to select a date.

Customer

Select the customer name from the list for the CR.

Cost

Lists the configured currency types. Search and select the currency type from the list and type in the cost involved in the CR. This field is mandatory if configured by the Administrator (see: Configuring Change Management Module).

Customer Approval Required

Select this check box if the CR requires a customer approval. If selected, type in the Approver's name in the Approvers field and select when the Customer Approval is required, i.e. Before CAB Approval or After CAB Approval.

Customer Acceptance Test Required

Select this check box if the CR requires a customer acceptance test. If selected, type in the Tester name in the Testers field. The configured customer (Tester) can perform acceptance tests and update the CR. The customer receives a notification under APPROVALS (see: Describing the User Interface). On clicking the CR ID, the CHANGE RECORD ID page is displayed. The customer can update the test details under the TEST tab. All other fields and tabs are disabled for the customer.

Escalate

Allows you to escalate a CR when the deadline exceeds the defined time period.

DESCRIPTION

Type in the description of the CR.

INFORMATION

Type in the available information about the CR.

COMMUNICATION PLAN

Communication Plan Required ?

Search and select the appropriate option in the drop-down list.

Communication Plan

Type in the communication plan. This field is displayed if you select yes on Communication Plan Required? field.

e-CAB Approval Required

The field is displayed when the Change Type is selected as Emergency. Search and select the required option in the drop-down list to configure the e-cab approval before or after the change implementation.

Closure Code

This field is enabled only after the CR is set to Resolved. Select the Closure Code from the list.

Closure Category

Select the Closure Category.

 RISK Tab

The Risks associated with the CR need to be analyzed. Under the RISK tab, you can capture the Risk details before and after the CR is implemented. You can also capture the downtime, Service outage, and the System Impact to implement the CR.


Figure: RISK tab

The following table describes the fields under the RISK tab:

Field

Description

Risk of Change Failure

Type in the Risk involved in case the CR fails.

Business Impact (As per User)

Type in the impact on business as per the User.

Business Impact of Change Failure

Type in the impact on business in case the CR fails.

Back-Out Plan

Type in the Back-out Plan for the CR.

Back-Out Plan Tested

Search and select the appropriate option in the drop-down list.

Back-Out Plan Not Tested Reason

Specify the reason why the Back-out Plan is not tested.

System Impact

Select a value for System Impact in the drop-down list.

Remarks

Type in any notes or comments about the CR. This field can be mandatory or optional based on the configuration set by the Administrators.

Impact Of Not Implementing Change

Type in the impact if the changes are not implemented.

Attachment

Click Upload icon to choose an appropriate file to attach as a reference material for a test plan of a CR.

Note:

The Users can upload an attachment with the same name for the second time or multiple times. The application saves both the old and new attachments.

 LOGS Tab

The observations and notes made by the Change Manager, Configuration Team, and Change Advisory Board members should be documented. Under the LOGS tab, you can capture all these detail, such as information log, configuration team log, Change Manager log, and Change Advisory Board Member log.

LOGS tab
Figure: LOGS tab

The following table describes the fields under the LOGS tab:

Field

Description

Analyst Log

Allows the Analyst to type in information about the CR.

Configuration Team Log

Allows the Configuration Team to type in their notes and observations related to the CR.

Change Manager Log

Allows the Change Manager to type in their notes and observations related to the CR.

Change Advisory Board Member Log

Allows the CAB members to type in their notes and observations related to the CR.

Note:

Administrator will be able to add Analyst logs, Change Manager Log, Configuration Team Log and Change Advisory Board Member log information in e-mail notification using the following keywords:

  • *ANALYST_LOG*
  • *CHANGE_MANAGERLOG*
  • *CONFIGURATION_LOG*
  • *CAB_MEMBER_LOG*
 TEST Tab

The CR needs to be tested before it is implemented. You can capture the testing details of the Change Record (CR) and log the defects under the TEST tab. The test details, such as Test Stage, Test Planned Date, Test Plan, Test Results, Actual Test Date, Workgroup, Conducted by/owner, Test Status, Attachment, and so on can be updated.


Figure: TEST tab

Test Details pop-up page
Figure: TEST DETAILS pop-up page

The following table describes the fields under the TEST tab:

Field

Description

Test Stage

Select a test stage for the test.

Test Plan Name

Type in a name for the Test Plan.

Test Planned Date

Select the planned date to execute the test.

Actual Test Date

Select the date on which testing is actually done.

Test Plan

Type in the Test Plan.

Test Results

Type in the test results.

Workgroup

Select the Workgroup from the list to assign it to the Test Pan.

by/Owner

Search and select the name of the person who owns the test plan or who executes the Test Plan.

Test Status

Search and select the status for the test.

Attachment

Select file, image or screenshot, and so on related to the test plan and attach them.

Note:

The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times.  The application saves both the old and new attachments.

DEFECTS

Displays the various defects reported during the testing phase of the CR. Click LOG DEFECT to log new defects. For more information about logging defects, see Logging Defects.

TEST DETAILS

Type in the details about the testing.

Note:

If the Customer Acceptance Test Required check box under the GENERAL tab of the CHANGE RECORD ID page is selected, the Customer Approver can update the test details under the TEST tab.

 CHECKLIST Tab

There may be a list of actions you need to perform before updating a Change Record. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before updating the Change Record. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.

Checklist Tab
Figure: Checklist Tab

 RELATIONSHIP Tab

You can link related Incidents, Problem Records, Service Requests, Change Requests, Work Order, Assets, Service Catalogs, and User Assets to the CR using the Link list. You can also create new Work Orders, Tasks, Knowledge Records, Release Records, and link them to the CR using the Create list. You can De-link a linked record using De-link button. Select the record you want to De-link and click the De-link button. Select the Implement CR using last implemented task check box to create CR using the last implemented task (see: Creating Tasks for Change Records (CRs)).

To link any module to a Change Record

  1. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

    RELATIONSHIP tab
    Figure: RELATIONSHIP tab

  2. Enter the required details and click SEARCH. 

    Relationship search filter
    Figure: Example of Relationship search filters

  3. Select the record to be linked and click LINK.


    Figure: Example of Relationship search result

  4. The linked record is displayed under the RELATIONSHIP tab.

 REQUIREMENTS Tab

Under the REQUIREMENTS tab, you can specify resource requirements, technical requirements, and financial requirements for the CR.

 REQUIREMENTS Tab
Figure: REQUIREMENTS Tab

The following table describes the fields under the REQUIREMENTS tab:

Field

Description

RESOURCE REQUIREMENTS

This section displays the resource related requirements for the CR.

Resource Type

Search and select the resource type required for the CR.

Select Resource

Type in the name of the resource for the CR.

Skills

Displays the skill of the selected resource.

Experience

Displays the experience of the selected resource.

From Date

Select the date from which the resource is required.

To Date

Select the date till which the resource is required.

Status

Search and select the status of the requirement.

Icon

Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.

TECHNICAL REQUIREMENTS

This section displays the technical requirements for the CR.

Item

Type in the name for the item

Quantity

Type in the quantity of the item.

Unit

Specify the unit for the quantity.

From Date

Select the date from which the item is required.

To Date

Select the date till which the item is required.

Status

Select the status of the requirement.

Icon

Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.

FINANCIAL REQUIREMENTS

This section displays the financial requirements for the CR.

Type

Type in the type of the financial requirement.

Amount

Type in the amount required.

Currency

Type in the currency type.

Required Date

Select the date when the amount is required.

Status

Select the status of the requirement.

Icon

Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.

 RELEASE Tab

After a CR is tested and implemented, the release details should be updated. Under the RELEASE tab, you can add the release details of a CR, such as Release Plan, Release Attachment, Release Workgroup, Release Executive, Post Release Notes, and so on.


Figure: RELEASE tab

The following table describes the fields under the RELEASE tab:

Field

Description

Planned Start Time

Displays the planned start date of the CR.

Planned End Time

Displays the planned end date of the CR.

Actual Start Time

Type in the actual start date of the CR.

Actual End Time

Type in the actual end time of the CR.

Release Plan

Type in the Release Plan of the CR.

Release Attachments

Select the attachments for the CR.

Note: 

The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.

Release Workgroup

Displays the Workgroup responsible for the CR. Search and select the appropriate Release Workgroup from the list.

Release Analyst

Search and select the Analyst responsible for the CR.

Post Release Notes

Type in the post release note.

Release Docs

Select the release documents for the CR.

 IMPLEMENTATION Tab

You must fill the fields on the Implementation tab while implementing the Change Record.

IMPLEMENTATION tab
Figure: IMPLEMENTATION tab

The following table explains the fields on the Implementation Tab of the Change Record:

Field

Description

Assigned To

Select the Analyst to whom you want to assign the CR.

Actual Start Time

Click the Calendar icon to select the actual start date and time for the CR.

Actual End Time

Click the Calendar icon to select the actual end date and time for the CR.

Planned PIR Date

Specify the Implementation Review date. You can click the Calendar icon to select a date

Is the Change Implemented or Rolled Back?

Search and select the appropriate option in the drop-down list.

Is the Change Successful?

Select the appropriate option in the drop-down list.

CI Update Required?

The users can configure the condition to update the CI(s) even after the related CR is updated to Closed status.

If the drop-down values is selected as Yes, then the user can update the CI(s) linked to the respective CR even if the CR is updated to Closed status.  If the drop-down option is selected as No, the user cannot update the CI(s) linked to the respective CR. This status becomes mandatory after the CR is updated to Implemented status.

PRE-IMPLEMENTATION STEPS

Type in the steps before the CR is implemented.

POST-IMPLEMENTATION STEPS

Type in the steps after the CR is implemented.

SOLUTION

Type in the solution for the CR.

The following tabs are displayed on the CHANGE RECORD DETAILS page based on the configuration on the Tenant Configuration page:

  • Release Tab
  • Checklist Tab
  • Requirement Tab
  • Additional Information Tab
 ADDITIONAL INFORMATION Tab

You can capture any additional information or detail about the CR under the ADDITIONAL INFORMATION tab of the CR. The Custom Fields configured by the Administrator are also displayed under this tab.

ADDITIONAL INFORMATION tab
Figure: ADDITIONAL INFORMATION tab

The following table describes the fields under the ADDITIONAL INFORMATION tab:

Field

Description

Change Scope

Type in the changes done within the scope of the CR

Change Out of Scope

Type in the changes out of the scope of the CR.

Business Benefits

Type in the business benefits of the CR.

Financial Benefits

Type in the financial benefits of the CR.

Custom Fields

This section displays the Custom Fields added for the CR. The Administrators create Custom Fields based on the requirements (see: Configuring Custom Attribute Groups and Values for Change Management).

 ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CHANGE RECORD ID page.

SHOW LIST

Click SHOW LIST to display the CHANGE RECORD LIST page showing all the available CRs.

SHOW LIST FOR APPROVAL

Click SHOW LIST FOR APPROVAL to display the APPROVE CHANGE RECORDS page showing only the CRs waiting for approval.

ALERT CONFIGURATION

You can configure the alerts to be sent out to the stakeholders for the CR. Click the ALERT icon to display the ALERT CONFIGURATION pop-up page.

ALERT CONFIGURATION
Figure: ALERT CONFIGURATION pop-up page

The following table describes the fields on the ALERT CONFIGURATION page:

Field

Description

Analyst

Select the check box to send the alerts to the Analyst to whom the CR is assigned.

Assigned Workgroup

Select the check box to send the alerts to the Workgroup to which the CR belongs.

Workgroup Owner

Select the check box to send the alerts to the Workgroup Owner.

Initiator

Select the check box to send the alerts to the Change Requestor.

CAB Members

Select the check box to send the alerts to the CAB members.

Add to Bulletin Board

Select the check box to add the alert on the Bulletin Board. If selected, information about this CR is available to the End Users on the End User Dashboard.

Display Alert Hours Before the Planned Start Time

Type in the number of hours before the planned start time, the alert should be sent to the configured users.

Workgroups

Select the Workgroups to whom the alerts should be sent.

Mail Groups

Select the Mail Groups to whom the alerts should be sent.

ADDITIONAL USERS

Select the additional User's to whom the alerts should be sent.

Users List

Type in the users names and click the Add icon to add users. Click the Minus icon to delete users.

Additional Alert Information To Be Shown

Type in the additional alert information to be displayed.


Clone CR

Now, the users can copy the details of a specific Change Record (partially or completely) to a NEW CHANGE RECORD using the new CLONE CR option and create a new Change Record without entering the same information again. This helps the users in saving time for replicating content while creating a new Change Record.

A new option, CLONE CR, is added on the ACTIONS panel of CHANGE RECORD DEATILS page.

Benefits

  • Helps to raise a CR quickly.
  • Reduce the time and effort in creating new CR.

How it Works?

To clone or copy the details of a specific Change Record (partially or completely) to a NEW CHANGE RECORD page, perform the following steps:

  1. Select Change > User > Change Record List. The Change Record List page is displayed.
  2. Click the required CR NO. The CHANGE RECORD DETAILS is displayed.
  3. Click the CLONE CR option on the ACTIONS panel. The CLONE CR pop-up is displayed.

    CHNAGE RECORD DETAILS page
    Figure: CHNAGE RECORD DETAILS page

  4. On the CLONE CR pop-up, select the required tabs.

  5. Click CLONE. The following message is displayed on the top of the NEW CHANGE RECORD page mentioning the CR ID of the Original CR from which the CR is getting cloned. A sample screenshot is shown below:

     Screenshot

    As shown in the following screenshot, the new CR is created via cloning Original CR with CR ID as CR4299.

    Figure: Cloned CR


Note:

  • On the CLONE CR pop-up, the GENERAL and RISK tabs are selected by default.
  • The Custom Fields and values configured under the selected tabs are also copied to the NEW CHANGE RECORD page. 


CREATE RECURRING CR

Click CREATE RECURRING CR to create a recurring CR. The same CR is created as per the frequency details configured on the CUSTOM SCHEDULER pop-up page.

Note:

This icon is enabled only if the status of the CR is Requested.

CUSTOM SCHEDULER pop-up page
Figure: CUSTOM SCHEDULER pop-up page

The following table describes the fields on the CUSTOM SCHEDULER pop-up page:

Field

Description

DETAILS

Monitoring Source

Select Summit Server or Proxy Server from the list.

Job Name

Type in a name for the new job.

Job Options

Select job options from the list.

Schedule Type

Select Recurring or One Time from the list. If you select One Time, specify the date and time for the job to run under ONE TIME OCCURRENCE section. If you select Recurring, you need to specify the job recurring details under FREQUENCY, DAILY FREQUENCY, and DURATION sections.

User ID

Specify the user id for the job.

Password

Specify the password for the job.

Stop the job if it runs more than

Specify the time after which the job should run.

FREQUENCY

Occurs

Select the frequency for the job to run: Daily, Weekly, Monthly

Recurs every

Based on the selection you make in the Occurs list, select the frequency for the job.

DAILY FREQUENCY

Frequency

Select Occurs Once At or Occurs Every from the list. If you select Occurs Once At, specify the time in the Time field. If you select Occurs Every, you need to specify the recurring hours details, start and end time.

DURATION

Start Date

Select the date to start running the job. You can also specify an end date or no end date.

CHANGE RECORD DETAILS

Change Record ID

Displays the CR ID for which you are creating the job.

Description

Displays the description of the CR for which you are creating the job.

Tenant

Displays the Tenant of the CR for which you are creating the job.

Classification

Displays the Classification of the CR for which you are creating the job.

Category

Displays the Category of the CR for which you are creating the job.

Urgency

Displays the Urgency of the CR for which you are creating the job.

Impact

Displays the Impact of the CR for which you are creating the job.

Priority

Displays the Priority of the CR for which you are creating the job.

Workgroup

Displays the Workgroup of the CR for which you are creating the job.

APPROVAL

A CR needs to be authorized by the Change Record Authorizer and approved by the Change Advisory Board (CAB) members before it is analyzed and then implemented. A CAB member who is configured as an Approver by the Administrator has the privilege to Approve, Reject or Refer Back a CR. By default, a CAB member who is not having approval privilege can object to a CR. If a CR is objected by any of the CAB members, the CR cannot be processed further. The CAB member who objected to the CR must clear the CR before implementing it.

Click the APPROVAL icon on the ACTIONS panel. The APPROVAL pop-up page is displayed. The fields on this page are not editable if you are not the CR Authorizer or CAB member for the selected CR.

There are two sections in this page:

CR SUMMARY

You can view the CR Summary in this section. The fields on this section are not editable.

CR summary
Figure: CR summary 

FieldDescription
Is PIR Required ?If selected, the Post Implementation Review is mandatory.
The check box can be modified by a Change Manager even after Change is Implemented.

APPROVE CR - AUTHORIZATION


Figure: APPROVAL pop-up page : APPROVE CR - AUTHORIZATION

The following table describes the fields on the APPROVE CR (AUTHORIZATION) section:

Field

Description

Approver

Displays the name of the Authorizer. Based on the selected Workgroup under the General tab, the configured Authorizer's name is displayed.

Status

Allows you to authorize a CR (if you are the Authorizer or have appropriate access).

  • Authorize: If selected, the CR is authorized by the Authorizer.
  • Not Authorize: If selected, the CR is not authorized by the Authorizer.
  • On Hold: If selected, the CR is kept on hold by the Authorizer.
  • Authorize and Forward: The CR Authorizer has an option to authorize and forward to another member to authorize (Sub-authorizers). This is to take another Authorizer’s opinion, if required. After the CR is authorized by CR Authorizer and Sub-authorizers, the status of the CR is automatically changed to Initial Authorization.

Remarks

The Authorizer types in the comments.

APPROVE CR - CAB APPROVAL


Figure: APPROVAL pop-up page : APPROVE CR - CAB APPROVAL

The following table describes the fields on the APPROVE CR (CAB APPROVAL) section:

Field

Description

Approver

Displays the name of the CAB member.
The name of the CAB members are displayed based on the value selected for the following fields:

  • Category
  • Change Type
  • Workgroup
  • Change Category

For more information about configuring CAB, see Creating Change Records (CRs)

Status

Select the required option from the list to approve or reject the CR.

  • Yes: If selected, the CR is approved.
  • No: If selected, the CR is rejected.
  • On-Hold: If selected, the CR is kept on hold for a particular reason.

Objection

The CAB member can also object to a CR by clicking this check box. By default, a CAB member who is not having approval privilege can object to a CR. If a CR is objected by any of the CAB members, the CR cannot be processed further. The CAB member who objected to the CR must clear the CR before implementing it.

Standard Template


Select the required option to save the CR as a Standard Template.

  • Yes: If selected, the CR is saved as a Standard Template.
  • No: If selected, the CR is approved but it is not saved as a Standard Template.
Is Mandatoryif check-box is selected, then corresponding approver approval is mandatory.

Remarks

The CAB member types in the comments for approval/ objection.

  • The fields on this page are displayed based on the role of the logged in User.
  • The CR Authorizers and CAB members receive an e-mail when a CR requires their authorization or approval. They can Authorize, Not Authorize, Approve, or Reject the CRs by clicking the appropriate buttons in the e-mail. They do not need to log in to the SUMMIT application for authorizing or approving the CRs.
P.I.REVIEW

After the changes for the CR are implemented, a review takes place to analyze the impact of the change and if required a decision may be taken to roll back to the previous version. You can capture all the details discussed during the Post Implementation Review on the POST IMPLEMENTATION REVIEW page. Click the P.I.REVIEW icon, the POST IMPLEMENTATION REVIEW pop-up page is displayed. It is mandatory to update the post implementation details for a CR before closing the CR.

POST IMPLEMENTATION REVIEW pop-up page
Figure: POST IMPLEMENTATION REVIEW pop-up page

The following table describes the fields on the POST IMPLEMENTATION REVIEW page:

Field

Description

Planned PIR Date

Select the planned PIR date.
The field is mandatory when Is PIR Required? is selected and the status is Implemented.

Actual PIR Date

Select the actual PIR date.

Post Implementation Review

Type in any reviews or comments about the PI review for the CR.
The field is mandatory when Is PIR Required? is selected and the status is Closed.

Is CMDB Updated?

This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page.

  • Yes: If selected, indicates that the CMDB is updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB.
  • No: If selected, indicates that the CMDB is not updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB.
  • NA: If selected, indicates that CMDB update is not required.

Reviewer

Type in the name of the Reviewer.

Review Date

Type in the review date.

Revert to Previous Version ?

This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page.

  • Yes: If selected, the CI can be revert to the previous version.
  • No: If selected, the CI cannot be reverted to the previous version.

Note:

While closing the CR, the fields Actual PIR Date and Post Implementation Review are mandatory for the following conditions:

  • When the Expedited is set to Yes.
  • When Rolled Back is selected in the field Is the Change Implemented or Rolled Back?
  • When Change Implemented is selected in the field Is the Change Implemented or Rolled Back?No is selected in the field Is the Change Successful?, and the CAB Approver or Change Manager selects the Is PIR Required check box.
  • When the fields, Planned Start Time and Actual Start Time are different.
CHANGE HISTORY

Click CHANGE HISTORY to view the various changes that have occurred on the CR. This information is useful to track the various changes made on the CR.


Figure: CHANGE HISTORY pop-up page

The following table describes the fields on the CHANGE HISTORY page:

Field

Description

Column Name

Displays the name of the field on which the change is made.

Change Date

Displays the date when the change is made.

Changed By

Displays the name of the user who made the change.

Old Value

Displays the old value of the field.

New Value

Displays the new value of the field.

The Change History captures the details of the CR logged via Import Template or Clone CR. 

A sample screenshots for the details captured are shown below:

 Example - Import Template

As shown in the following screenshot, CR4449 is the new CR created via importing the template SAP Server associated with Original CR with CR ID CR3267.


 Example - Clone CR

As shown in the following screenshot, CR4300 (displayed under New Value column) is the new CR created via cloning associated with Original CR with CR ID CR4299 (displayed under Column Name column).


It displays the Template Name with Original CR ID. The Original CR ID hyperlink is accessible with mouse hover, if the Analyst has the Workgroup access or else it displays as a static number without any access to the Original CR. 


IMPORT TEMPLATE

Click IMPORT TEMPLATE to import a configured template that can be used for creating Change Record(s). Select the Template name from the Select Change Record Template drop-down list you want to import.

Figure: IMPORT TEMPLATE pop-up page

The following table describes the fields on the IMPORT TEMPLATE page:

Field

Description

Filter By

  • Recently Used: If selected, it will display the list of the top 10 recently used templates for the selected Tenant in a grid view.

  • Most Used: If selected, it will display the list of the top 10 most used templates for the selected Tenant in a grid view.

  • Custom Filter: If selected, the following Custom Filters are displayed. The users can filter the templates using the following Custom Filter:

    • Change Category
    • Category
    • Risk
    • Owner Workgroup
    • Assigned Workgroup
    • Change Type
    • Search - Type in the Template Name or Description to search and view the templates.

How it Works? 

To import a template, perform the following steps:

  1. Select Change > User > Change Record List. The Change Record List page is displayed.
  2. Click the required CR NO. The CHANGE RECORD DETAILS is displayed.
  3. Click IMPORT TEMPLATE on the ACTIONS panel. The IMPORT TEMPLATE pop-up is displayed.
  4. Select the Filter By as Recently Used or Most Used or Custom Filter.
  5. Click Apply. A list of filtered template is displayed with the following columns:

    • Select - Select it select the template which you want to import.
    • Template Name - Displays the name of the template to be imported.
    • Description - Displays the description of the template to be imported.
    • Change Type - Displays the Change Type of the template to be imported.
    • Change Category - Displays the Change Category of the template to be imported.
    • Category - Displays the Category of the template to be imported.
    • Owner Workgroup - Displays the Owner Workgroup of the template to be imported.
    • Assigned Workgroup - Displays the Assigned Workgroup of the template to be imported.
    • Risk - Displays the risk value of the template to be imported.

    • Original CR - Displays the original CR number associated with the template. Mouse hover and click on the CR ID hyperlink to view the CR details page.

      Note

      If the Analyst does not have access to the required Workgroup then the CR ID number under Original CR column displays without hyperlink as a static number.

      If a new CR is logged via Import Template then the Original CR ID will be displayed under Original CR column displayed on Import Template pop-up page.


      Figure: IMPORT TEMPLATE pop-up - Recently Used 


      Figure: IMPORT TEMPLATE pop-up - Most Used 


      Figure: IMPORT TEMPLATE pop-up - Custom Filter 


  6. Select the required template under the Select column which you want to import.

  7. Click SELECT. The details are imported from the selected template.



    Note:

    The custom fields and values on the selected import template are also imported to the NEW CHANGE RECORD TEMPALTE-TEMPLATE NAME page.

    Standard Import Template
    If a new CR is logged via Standard Import Template, the Standard Import Template pop-up page displays the original CR number associated with the template. The Original CR ID hyperlink is accessible with mouse hover, if the Analyst has the Workgroup access or else it displays as a static number without any access to the Original CR. 

     Screenshot

    As shown in the following screenshot, 


SAVE AS TEMPLATE

Click the SAVE AS TEMPLATE icon to save a CR details as Template. Type in a name for the Template in the Change Template Name text box and click SAVE TEMPLATE to save the CR as a Template.

CREATE TEMPLATE pop-up page
Figure: CREATE TEMPLATE pop-up page

EDIT TEMPLATE

Click EDIT TEMPLATE to edit a Template. On the EDIT TEMPLATE pop-up page, select the name of the Template you want to edit.


Figure: EDIT TEMPLATE pop-up page

On the CHANGE RECORD TEMPLATE - NAME page is displayed with the details of the selected Template. Make the required changes and SUBMIT. For more information about fields and icons on the CHANGE RECORD TEMPLATE - NAME page, see Field Description.

CHANGE RECORD - TEMPLATE-TEMPLATE NAME page

Figure: CHANGE RECORD - TEMPLATE-TEMPLATE NAME page